Outbound Campaigns

Outbound Task Type

1. Task-based Preview Dialing a. Description: i. After uploading a task list, contacts are assigned to agents. When an agent logs in, they receive a set of assigned numbers and manually initiate each call in a preview mode. The agent can review customer information before dialing, ensuring more personalized and controlled interactions. b. Typical Scenario: i. Ideal for high-value sales leads or complex cases where agents need context before making the call.
2. Task-based Predictive Dialing a. Description: i. The system automatically dials numbers from the imported task list at scale and uses algorithms to predict agent availability. When a customer answers, the call is immediately transferred to an available agent, minimizing idle time and maximizing agent productivity. b. Typical Scenario: i. Best suited for large-scale outbound campaigns such as telemarketing, debt collection, or surveys, where efficiency and volume are critical.
3. Task-based IVR Dialing a. Description: i. The system dials numbers concurrently at a fixed outbound rate. Once connected, calls are routed to an IVR flow: they may play automated messages, engage with a voicebot, or transfer to a live agent. Unlike predictive dialing, this mode does not anticipate agent availability. b. Typical Scenario: i. Used for mass notifications, appointment reminders, marketing broadcasts, or hybrid IVR-to-agent workflows where automation handles the first interaction.